CA86420b65adb7321dfeb05703c2659b09

ModPod Podiatry · +61481222413 → +61468078235 · pracsuite

Started 25/05/2026, 1:04:09 pm · Duration 106s · Turns 7 · Outcome booked · End caller_hangup

Call recording · 108s

recording_sid: RE82276d9587b703e60b9f044f313ac130

›Full Transcript · 20 messages

USER+0:16.7

I would like to reschedule my appointment.

BOT+0:17.2immediate_ack

I can help with that.

BOT+0:17.4

Daniel, you've got one upcoming appointment: Thu 28 May at 2:10pm with Trent Baker for New Biomechanical.

USER+0:27.7

Yes.

BOT+0:28.1immediate_ack

Great, I'll do that now.

BOT+0:29.4

When works better for you?

USER+0:29.6

Could I reschedule it to the following week?

BOT+0:30.0immediate_ack

One moment.

BOT+0:36.6tool_lead_in

Let me check what's available the week of the first of June.

BOT+0:48.4

Let me check what's available the week of the first of June.

BOT+0:48.4

There's Wednesday the third of June at one forty PM with Trent Baker, or Monday the first of June at three PM with Alison Pasut. Which works better for you?

USER+1:00.8

Uh, Alison would be good.

BOT+1:01.7

Just to confirm, Daniel, that's Mon 1 Jun, 3pm with Alison Pasut at Mossmen. Should I book that in?

USER+1:10.7

Yep.

BOT+1:11.1tool_lead_in

Perfect, I'll move that for you now.

BOT+1:17.7

That's moved for you. Wonderful, I've got you booked in for Mon 1 Jun, 3pm. We look forward to seeing you, Daniel, and getting that sorted for you. I've sent the confirmation to your phone.

USER+1:17.9

please.

BOT+1:19.4

You're welcome, Daniel — see you Monday at three.

USER+1:40.9

three PM.

BOT+1:42.5

You're all set, Daniel — we'll see you Monday at three PM at Mosman.

State Flow · 8 states · 20 utterances

STATE 01init
init
WebSocket opened and prefetch (patient lookup, current bookings, recent thread, preferences) is in flight. No agent utterance yet.
Enters when
Twilio ConversationRelay opens the WebSocket.
Exits when
Prefetch completes → greeting.
Allowed tools
No tools — the route layer is fetching DB state in parallel.
synthetic
+0:00.0
Call answered. Agent is initializing the session for ModPod Podiatry.
Tenant:
ModPod Podiatry
PMS:
pracsuite
Direction:
+61481222413 → +61468078235
Conversation:
6d3d5945-7710-48e8-a2fa-314d6d114f15
greeting· 4.7s later
STATE 02greeting
greeting
Deterministic agent greeting plays once prefetch resolves and before the caller speaks for the first time.
Enters when
Prefetch resolves; route layer emits the greeting TTS.
Exits when
Caller responds → first buildVoiceBookingFlow pass routes to booking_discovery / rescheduling / cancelling / answering_query / verifying_identity.
Allowed tools
No tools — single deterministic utterance.
synthetic
+0:04.5
Prefetched the caller’s record in 4.5s. Agent is now greeting the caller.
Data prefetched for this caller
Matched patient
Name:Daniel Welsh
Mobile:+61481222413
DOB:—
First seen:—
Last seen:—
Outreach status:none
Recent past appointments (showing 5 of 27)
6/6/26, 10:30 amNew Biomechanical· Will Zalloua· ModPod Podiatry - Dee Whycancelled
5/6/26, 9:00 amFree Bio· Jake Murphy· ModPod Podiatry - Dee Whycancelled
4/6/26, 12:00 pmNew Biomechanical· Alison Pasut· ModPod Podiatry - Mosmancancelled
3/6/26, 2:50 pmNew Biomechanical· Trent Baker· ModPod Podiatry - Mosmancancelled
1/6/26, 3:00 pmNew Biomechanical· Alison Pasut· ModPod Podiatry - Mosmancancelled
27 total appointments on file · 0 pre-call messages in this conversation
booking discovery· 12.5s later
STATE 03booking discovery/ load_existing_bookings
booking_discovery
Router state. Identifies caller intent and dispatches to a super-state branch (appointment_setting / appointment_adjustment / qa / handoff).
Enters when
Call starts after greeting, OR a sub-flow returns to the router (e.g. qa side-loop completes).
Exits when
Routes into appointment_setting (new booking), appointment_adjustment (touch existing), qa (side question), or handoff (callback/transfer/escalation).
Allowed tools
BASE_TOOLS minus CreatePatient. Read-only lookups while still gathering intent.
load_existing_bookingsphase
Fetch the caller’s current/upcoming bookings so we can act on the right one.
flow state
+0:17.0
FSM routed to booking discovery (load existing bookings). Agent ran answer current booking status. No tools unlocked yet (still gathering info).
USER+0:16.7
I would like to reschedule my appointment.
BOT+0:17.2immediate_ack
I can help with that.
BOT+0:17.4
Daniel, you've got one upcoming appointment: Thu 28 May at 2:10pm with Trent Baker for New Biomechanical.
FSM internals
directive: current_booking_status_known
action: answer_current_booking_status
allowed tools: none (still gathering)
raw: current_booking_status_known
booking discovery· 11.0s later
STATE 04booking discovery/ elicit_time_window
booking_discovery
Router state. Identifies caller intent and dispatches to a super-state branch (appointment_setting / appointment_adjustment / qa / handoff).
Enters when
Call starts after greeting, OR a sub-flow returns to the router (e.g. qa side-loop completes).
Exits when
Routes into appointment_setting (new booking), appointment_adjustment (touch existing), qa (side question), or handoff (callback/transfer/escalation).
Allowed tools
BASE_TOOLS minus CreatePatient. Read-only lookups while still gathering intent.
elicit_time_windowphase
Determine the caller’s preferred date/time window.
flow state
+0:28.0
FSM routed to booking discovery (elicit time window). Directive: reschedule. Tools available: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall.
USER+0:27.7
Yes.
BOT+0:28.1immediate_ack
Great, I'll do that now.
BOT+0:29.4
When works better for you?
USER+0:29.6
Could I reschedule it to the following week?
BOT+0:30.0immediate_ack
One moment.
BOT+0:36.6tool_lead_in
Let me check what's available the week of the first of June.
toolCheckAvailability1463ms · ok
+0:38.5
in:{"date_to":"2026-06-07","date_from":"2026-06-01","business_id":"36","appointment_type_id":"50014"}
out:{"locations":[{"id":"36","name":"ModPod Podiatry - Mosman"}],"total_slots":5,"location_name":"ModPod Podiatry - Mosman","practitioners":[{"id":"22","name":"Ali…
BOT+0:48.4
Let me check what's available the week of the first of June.
BOT+0:48.4
There's Wednesday the third of June at one forty PM with Trent Baker, or Monday the first of June at three PM with Alison Pasut. Which works better for you?
FSM internals
directive: reschedule
allowed tools: GetPatientDetails, CheckAvailability, GetServicesAndPricing, GetAppointmentTypes, ConvertTimezone, EscalateToHuman, TransferCall
raw: reschedule
awaiting final confirmation· 32.9s later
STATE 05awaiting final confirmation
awaiting_final_confirmationinside appointment_setting
Final slot has been read back to the caller. Waiting for an explicit yes/no before committing the write.
Enters when
Caller picked a slot from offering_slots.
Exits when
Caller confirms → CreateAppointment fires, → post_booking_closing. Caller declines → offering_slots (re-pick) or resolving_service (re-discover).
Allowed tools
No tools allowed. Agent must wait for a verbal yes/no.
flow state
+1:00.9
FSM routed to awaiting final confirmation. Agent ran final slot confirmation. No tools unlocked yet (still gathering info).
USER+1:00.8
Uh, Alison would be good.
BOT+1:01.7
Just to confirm, Daniel, that's Mon 1 Jun, 3pm with Alison Pasut at Mossmen. Should I book that in?
FSM internals
directive: two_slot_choice_selected
action: final_slot_confirmation
allowed tools: none (still gathering)
raw: two_slot_choice_selected
booking existing patient· 10.1s later
STATE 06booking existing patient/ commit
booking_existing_patient
Caller is an existing patient (identity orthogonal to flow). Available within any flow branch.
Enters when
GetPatientDetails returned a match for the caller.
Exits when
Identity persists for the call lifetime. Flow dimension transitions independently.
Allowed tools
BASE_TOOLS — patient identity is known, no CreatePatient needed.
commitphase
Booking write in flight (CreateAppointment / RescheduleAppointment / etc).
flow state
+1:11.0
FSM routed to booking existing patient (commit). Agent ran reschedule confirmed selected slot. No tools unlocked yet (still gathering info).
USER+1:10.7
Yep.
BOT+1:11.1tool_lead_in
Perfect, I'll move that for you now.
toolCancelAppt1241ms · ok
+1:12.3
in:{"appointment_id":"6403616"}
out:{"message":"Appointment cancelled successfully. Cancellation SMS sent.","success":true,"appointment_id":"6403616"}
toolCreateAppointment5135ms · ok
+1:17.4
in:{"starts_at":"2026-06-01T15:00:00","patient_id":"896058","business_id":"36","practitioner_id":"22","appointment_type_id":"50014"}
out:{"spoken":"Wonderful, I've got you booked in for Mon 1 Jun, 3pm. We look forward to seeing you, Daniel, and getting that sorted for you. I've sent the confirma…
BOT+1:17.7
That's moved for you. Wonderful, I've got you booked in for Mon 1 Jun, 3pm. We look forward to seeing you, Daniel, and getting that sorted for you. I've sent the confirmation to your phone.
FSM internals
directive: reschedule_confirmation_received_for_loaded_slot
action: reschedule_confirmed_selected_slot
allowed tools: none (still gathering)
raw: reschedule_confirmation_received_for_loaded_slot
post booking closing· 7.0s later
STATE 07post booking closing
post_booking_closinginside appointment_setting
Booking has been written. Post-booking actions allowed (confirmation SMS, payment link, telehealth link).
Enters when
CreateAppointment / RescheduleAppointment completed successfully.
Exits when
Caller ends call → closing (synthetic). Caller starts a new booking → booking_discovery.
Allowed tools
SendTextMessage, GetTelehealthLink, CreatePaymentLink, CheckPaymentStatus. No booking writes.
flow state
+1:18.0
FSM routed to post booking closing. Directive: post booking closing. Tools available: EscalateToHuman, SendTextMessage.
USER+1:17.9
please.
BOT+1:19.4
You're welcome, Daniel — see you Monday at three.
USER+1:40.9
three PM.
BOT+1:42.5
You're all set, Daniel — we'll see you Monday at three PM at Mosman.
FSM internals
directive: post_booking_closing
allowed tools: EscalateToHuman, SendTextMessage
raw: post_booking_closing
ended· 27.5s later
STATE 08endedsynthetic
+1:45.5
Call ended after 106s · 7 turns · reason: caller_hangup.

Tool calls · 3

CheckAvailability 1463ms · ok

input

{
  "date_to": "2026-06-07",
  "date_from": "2026-06-01",
  "business_id": "36",
  "appointment_type_id": "50014"
}

output

{
  "locations": [
    {
      "id": "36",
      "name": "ModPod Podiatry - Mosman"
    }
  ],
  "total_slots": 5,
  "location_name": "ModPod Podiatry - Mosman",
  "practitioners": [
    {
      "id": "22",
      "name": "Alison Pasut"
    },
    {
      "id": "23",
      "name": "Trent Baker"
    }
  ],
  "available_slots": [
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 40,
      "appointment_start": "2026-06-01T15:00:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50014",
      "appointment_start_formatted": "Mon 1 Jun, 3pm [2026-06-01T15:00:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 40,
      "appointment_start": "2026-06-01T15:40:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50014",
      "appointment_start_formatted": "Mon 1 Jun, 3:40pm [2026-06-01T15:40:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "23",
      "duration_minutes": 40,
      "appointment_start": "2026-06-03T13:40:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "50014",
      "appointment_start_formatted": "Wed 3 Jun, 1:40pm [2026-06-03T13:40:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "23",
      "duration_minutes": 40,
      "appointment_start": "2026-06-03T14:20:00",
      "practitioner_name": "Trent Baker",
      "appointment_type_id": "50014",
      "appointment_start_formatted": "Wed 3 Jun, 2:20pm [2026-06-03T14:20:00]"
    },
    {
      "business_id": "36",
      "business_name": "ModPod Podiatry - Mosman",
      "practitioner_id": "22",
      "duration_minutes": 40,
      "appointment_start": "2026-06-04T12:00:00",
      "practitioner_name": "Alison Pasut",
      "appointment_type_id": "50014",
      "appointment_start_formatted": "Thu 4 Jun, 12pm [2026-06-04T12:00:00]"
    }
  ],
  "deposits_required": false,
  "practitioner_name": "Alison Pasut",
  "has_multiple_locations": false,
  "has_multiple_practitioners": true
}

CancelAppt 1241ms · ok

input

{
  "appointment_id": "6403616"
}

output

{
  "message": "Appointment cancelled successfully. Cancellation SMS sent.",
  "success": true,
  "appointment_id": "6403616"
}

CreateAppointment 5135ms · ok

input

{
  "starts_at": "2026-06-01T15:00:00",
  "patient_id": "896058",
  "business_id": "36",
  "practitioner_id": "22",
  "appointment_type_id": "50014"
}

output

{
  "spoken": "Wonderful, I've got you booked in for Mon 1 Jun, 3pm. We look forward to seeing you, Daniel, and getting that sorted for you. I've sent the confirmation to your phone.",
  "status": "booked_and_sms_sent",
  "appointment_id": "6403633"
}

Call Notes

No call notes captured for this call.

FSM Final State

status	active
booking_result.status	created

Flow Diagram · 8 states

01
init
4.7s later
02
greeting
12.5s later
03
booking discovery
11.0s later
04
booking discovery
32.9s later
05
awaiting final confirmation
10.1s later
06
booking existing patient
7.0s later
07
post booking closing
27.5s later
08
ended
instant

Click a state to jump to its detail card above. Red border = FSM stalled at a tool inside that state.

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